FAQ2018-03-15T11:58:00+00:00

Frequently asked Questions (FAQ) :

  • Does purchasing sim from your website include first month of payment or the amount shown on screen are for SIM card only?
    Answer: The purchase includes the SIM card AND the 1st Month (30 days) of service.  All subsequent months are paid at the plan value, so you pay $30 for the $30 Month Plan starting on the 2nd month.
  • Will the first month will be counted since the time i will activate the sim or will it be counted from the day i ordered sim online.
    Answer: We mail you the sim card not active.  When you receive it, you will also get instructions to follow to submit the activation request to us through the same website.  We activate the sim card and confirm back that its active.  The 1st month (30 days) of service starts when we activate the sim card per your request.
    How my first month payment will be credited to my account? Should i have to activate it through your website or should i activate my sim through H2OWireless website.
    Answer: You do not have to worry about the 1st month payment, because the 1st month of service is included with your purchase.  We credit that to your account at time of activation.  To activate, follow the instructions that we include with the SIM card, DO NOT GO TO H2O’s Website.  Go to our website https://www.prepaidshark.com and Click on ACTIVATE menu at the top of the page.
    After your sim card is activated and you like the service that H2O Wireless offers, you can sign up on H2O Wireless’s website for Auto Refill.  If you do you will receive 10% discount on your service starting at the 2nd month of service.  So, the $30 Month Plan will cost you $27.
  • Is there a fee to transfer my old phone number to my new H2O® Wireless phone?

Of course not. H2O® Wireless is a no-contract GSM service with no hidden and extra fees. What you pay is what you get.

  • How long will it take to transfer my old phone number to my new H2O® Wireless phone?

We’ll move your number to H2O® Wireless as fast as possible. Right now, moving a wireless phone number to H2O® Wireless can take up to three days, while moving a landline number can take up to five days. The actual time to move a number relies on other factors such as your previous provider release, the demand for portability, and the accuracy of information. Once your number is ready to use on our network, we will give you a call or leave a voicemail letting you know you’re good to go. Don’t want to wait for your old number? You can always get a new H2O® Wireless number almost instantly.

  • I transferred airtime to my phone, but the minutes are not showing. What should l do?

Contact customer service at 1-800-643-4926 and provide your mobile number, the airtime card’s PIN and serial number.
Note: Only H2O® Wireless UNLIMITED airtime cards will work on your phone. If you purchased another type of airtime card, return it to where you purchased the card. If your Dealer/Retailer added the card to your phone, please return to the dealer or contact them and explain the situation.

  • What is an Actfast, SIM, and IMEI?

SIM cards are simply a phone chip that you can insert into your GSM phones. Our SIM cards have two different printed numbers that you will need to activate your service with H2O. Please note that you can use one or the other:
1. SIM Card Number: 20 digit series
2. ACTFAST Code: 9 or 10 digit series

IMEI is a 15 digit number located behind your phone batteries.

  • How do I use the H2O® Wireless International Calling feature?

For Monthly Unlimited Plan Users:
1. Please make sure you have enough balance in your active H2O® Wireless account
2. Dial 1-213-808-6199 from your wireless phone
3. When you hear the dial tone, dial as you would to make any other international call 011 + Country Code + Area Code + Phone Number

IMPORTANT! DO NOT PRESS after step 3. Your call may get charged at a higher rate if you press after dialing your destination number. Please note that regular airtime rates apply and will be deducted from your total balance while using this feature.

For Pay-As-You-Go Plan Users: Please dial 1-562-252-0100 from your wireless phone and follow the same steps above.

  • Can I use a phone from a different company?

Yes, as long as the phone you are trying to use is an AT&T, unlocked FCC approved GSM 850/900/1900, dual, tri, or quad-band phone.

  • What is a SIM Card?

    SIM stands for Subscriber Identity Module. A SIM card is a small “smart card” for GSM/GPRS mobile phones that contains your personal account profile as well as saves important information (i.e. network information, account services, your mobile phone number, stored telephone numbers, SMS messages and more). The SIM card must be inserted in the phone AFTER ACTIVATION in order for the phone to operate.

    New H2O® Wireless SIM cards are packaged in a plastic cardholder the size of a bank check card or a credit card. Within the packaging, there is a small “punch-out” smart card which needs to be removed before inserting into the phone.

  • How do I insert the SIM Card into my phone?

    A. Remove battery from your phone
    B. Carefully punch out SIM from the plastic cardholder
    C. Place SIM into the phone’s SIM cardholder with the gold square facing down and positioned so the metallic face of the SIM is lined up with and touching the metal contacts on the phone.
    D. Close the phone’s SIM cardholder until it clicks
    E. Replace the battery and battery cover
    F. Turn on your Phone
    G. If installation is successful, “O2 Wireless”, “H2O® UNLIMITED”, “Locus”, or “My Network” should be in the phone’s display
    H. If “Insert SIM Card”, “Check SIM”, “SOS Only”, or “Unregistered SIM” appears in the phone’s display, remove the SIM and re-insert as instructed above. If re-installation is unsuccessful, please email Customer Service at customercare@h2owirelessnow.com
  • What is an IMEI and where is it located?

    An IMEI (International Mobile Equipment Identity) is a unique number given to every mobile phone and is located behind the battery.
  • How do I activate H2O® wireless service?

    Visit www.H2OWirelessNow.com or Dial 1-800-643-4926 and follow the automated prompts.
  • How do I activate my phone by using a home phone?

    Call 1-800-643-4926
    Follow the prompts and select your language of choice
    Follow the prompts and select 2 to activate your phone
    Follow the prompts and select 2 for non-dealer
    Follow the prompts and select 1 to enter your ActFastSM number
    (located on the SIM Card) then follow the prompts
  • Is there an activation fee for H2O® Wireless phones?

    Of course not, H2O® Wireless is a no-contract GSM service with no hidden and extra fees. What you pay for is what you get.
  • Can I pick my own phone number when I buy a new H2O® Wireless phone?

    Unfortunately, no. Our automated system finds the area code you requested and searches from a pool of numbers which are currently available in the U.S.
  • How long does activation take for H2O® wireless phones?

    The process itself only takes a few minutes. Normally, within 1 to 2 hours, your H2O® Wireless phone will be ready for your use.
  • Why does my wireless phone show I’m Off-Network even though I’m in the home area?

    If your phone is newly activated, ensure that enough time has been allowed for the system to activate the phone. Check to see that the airtime minutes were loaded on the phone. If the problem persists, dial 611 from your phone (this is a FREE call) or contact customer service from any phone at 1-800-643-4926.
  • What is My Account?

    My Account is a self-service tool that allows you to manage your H2O® Wireless account. All you need to do is enter your H2O®Wireless phone number and your account password to log in. Once you have logged in you can:
    A. View your account balance and/or payment date
    B. Add money to your account
    C. Add a credit/debit card to set up Auto Recharge or make one-time payments
    D. Change your account password
    E. Update your personal information
  • Is there a fee to change my H2O® Wireless phone number?

    No, it is absolutely free as long as you’re trying to change your number within the same region of your current area code. If you are trying to change your area code to one outside your current region, you will need a new, unused H2O® Wireless SIM card.
    Example 1: If you currently have a NY area code and you would like a CA area code, you will need a new, unused H2O® Wireless SIM card.
    Example 2: If you currently have a NJ area code (201) and you would like a NY area code (646), you do not need anything. The change can be made.
  • My service was canceled. What do I need to do to reactivate my phone?

    As long as you still have a new, unused H2O® Wireless SIM card, you can reactivate it. However, your previous phone number will no longer be available.
  • How do I change my mobile number?

    Dial 611 from your phone (this is a FREE call) or contact customer service from any phone at 1-800-643-4926 and provide the state and city for which you would like a number.
    Note: If the phone is currently active, unused airtime minutes can be transferred to the new number. A new SIM card may be needed if you change your mobile number to one outside your service area.
  • How do I keep track of my account balance from my phone for FREE?

    Simply dial *777# and you’ll receive a message, in your phone’s display, indicating the remaining balance. If you need assistance, please dial 611 from your phone (this is a FREE call).
  • If I move, do I have to change my H2O® Wireless phone number?

    You can change your number but it is not necessary because all our plans include nationwide calling with no additional domestic roaming charges. However, if you must, please refer to the details below.
    Example 1: If you currently have a NY area code and you would like a CA area code, you will need a new, unused H2O® Wireless SIM card.
    Example 2: If you currently have a NJ area code (201) and you would like a NY area code (646), you do not need anything.
    The change can be made.
  • What do I do if my phone is lost or stolen?

    You should call H2O® Wireless Customer Service at 1-800-643-4926 as soon as you realize your phone is lost or stolen. We can take measures to protect your active account balance as soon as you call in, and get you up and running again. Once you report to H2O® Wireless Customer Service that your phone is lost or stolen, you will have 30 days to replace your phone. Otherwise, your account will automatically cancel and you will lose any money you had left in your account.
  • How do I disconnect my mobile phone?

    Dial 611 from your phone (this is a FREE call) or contact customer service from any phone at 1-800-643-4926 and provide the mobile number and IMEI that you want disconnected.
  • How do I cancel my H2O® Wireless service?

    If you’re not happy with your service and you would like to cancel your account, all you have to do is walk away. Your H2O®Wireless account will cancel on its own.

    Note: Your account will automatically cancel if it is at a $0 balance for more than 30 days.

  • How do I add airtime to my phone, from my phone, for FREE?

    From phone*111* PIN # or Dial 611 and follow the automated prompts or visit us at www.H2OWirelessNow.com and log into your account to check account balance and expiration for free online.

    For H2O® Wireless Pay-As-You-Go plan users, upon completion of every call you make or receive and every text message you send or receive your remaining balance will automatically appear in your phone’s display.

  • Where can I purchase more airtime?

    To buy more airtime visit your nearest H2O® Wireless GSM Authorized Dealer, shop online, or call 1-800-643-4926. If you can’t find a store in your area, dial 611 from your phone (this is a FREE call), or contact customer service from any phone at 1-800-643-4926 and they’ll help you locate a dealer.
  • How do I check my account balance from my phone for FREE?

    Simply dial *777# SEND and you’ll receive a message, in your phone’s display, indicating the remaining balance. If you need assistance, please dial 611 from your phone (this is a FREE call).
  • How do I find out the usage on my phone since the last airtime card was added?

    Dial 611 from your phone (this is a FREE call) and provide the mobile number and IMEI to see your call usage details.
  • How do I know when my monthly plan expires?

    You can check the expiration anytime by dialing *777# SEND from your phone or by checking online. You will also hear a notification message on your phone five days before the account expires to remind you that your airtime will expires soon.
  • How long do I have to add money into my account once my account is expired?

    If you have a $0 (zero) balance and do not recharge your account within 30 consecutive days, your account will be cancelled and you will lose your number.
  • What is an Auto Recharge?

    Auto Recharge is like a room service at a hotel. Register a credit/debit card, choose which way you’d like to Auto Recharge, and we’ll automatically add airtime to your account based on the settings you’ve chosen.
    For limited time only, you’ll receive 10% discount if you sign up for Auto Recharge!
  • Why should I sign up for H2O® Wireless Auto Recharge for ?

    It’s the easiest way to make sure your H2O® Wireless service stays on and active. Plus, you don’t need to buy another H2O® Wireless card or pin from a store. Better yet, for H2O® Wireless Pay –As-You-Go plan users, you’ll receive 10% additional bonus if you sign up for our Auto Recharge!
  • How do I sign up for H2O® Wireless Auto Recharge?

    You can sign up or re-enroll for Auto Recharge by calling our Customer Service or registering online on Auto Recharge Page. Just pick an amount depending on your plan and we’ll add it to your account once every week, once every two weeks, or once every 30 days.
  • Can I change or cancel Auto Recharge?

    You can change or cancel auto recharge by dialing H2O Wireless customer service at 1-800-643-4926, or by clicking Cancel Auto Recharge located in MY ACCOUNT page.
  • Can I make international calls?

    Yes. You have two options to call internationally with H2O® Wireless Pay-As-You-Go plan. You may dial directly to your destination number or configure our International Calling number to take advantage of our competitive rates to 53 pre-selected countries. To dial directly, all you need is enough money in your account to cover the international rate plus your standard airtime rate.
  • Can I make calls from outside the U.S.?

    No, you can only make and receive calls from within the U.S. and its territories including Puerto Rico and the U.S. Virgin Islands. See Coverage Map for details.
  • How much does it cost to make international calls?

    The cost to make an international call is the standard airtime (per-minute) charge plus the per-minute international rate for the country you are calling. Check out our Destination Finder page for a list of countries and rates. The rates are subject to change without prior notice so be sure to periodically check online.
  • Can I send messages from the U.S. to other countries?

    Yes. For Pay-As-You-Go Plans of $10, $20, $25, $30, and $100, the international texting rate is 10¢/message. Please refer to our Pay-As-You -Go plan to ensure accurate pricing.
  • Can I send messages while traveling outside the U.S.?

    No, you can only send and receive text messages from within the U.S. and its territories including Puerto Rico and the U.S. Virgin Islands.
  • Can I receive a message from someone who is located outside the U.S.?

    Yes. Standard rates apply.
  • How do I use the H2O® Wireless International Calling feature?

    For Monthly Unlimited Plan Users:
    1.             Please make sure you have enough balance in your active H2O® Wireless account
    2.             Dial 1-213-808-6199 from your wireless phone
    3.             When you hear the dial tone, dial as you would to make any other international call 011 + Country Code + Area Code + Phone Number

IMPORTANT! DO NOT PRESS after step 3. Your call may get charged at a higher rate if you press after dialing your destination number. Please note that regular airtime rates apply and will be deducted from your total balance while using this feature.

For Pay-As-You-Go Plan Users: Please dial 1-562-252-0100 from your wireless phone and follow the same steps above

  • Why does my wireless phone show I’m Off-Network even though I’m in the home area?

    If your phone is newly activated, ensure that enough time has been allowed for the system to activate the phone. Check to see that the airtime minutes were loaded on the phone. If the problem persists, dial 611 from your phone (this is a FREE call) or contact customer service from any phone at 1-800-643-4926.
  • What do I do if the phone does not work after I complete activation and programming?

    Please visit the Authorized Dealer you purchased your GSM service from or email customer service at customercare@h2owirelessnow.com.
  • I followed the configuration steps, but I still can’t access my internet. What should I do?

    You might have to restart your phone. If it still doesn’t work, please contact our Customer Care by calling 611 from your H2O handset, chatting with a LIVE representative, or emailing us at customercare@h2owirelessnow.com